Contact centre systems are increasingly using intelligent voicebots and chatbots. These
solutions are constantly evolving and improving. One of the main tasks of a virtual assistant …

Over the past few years, virtual assistant solutions used in Contact Center systems are
gaining popularity. One of the main tasks of the virtual assistant is to recognize the intentions …

This paper presents a system for multi-label classification of text data processed in
Call/Contact Centre (CC) systems. The solution presented herein constitutes a significant …

Nowadays, one of the important aspects of research on call/contact centre (CC) systems is
how to automate their operations. Process automation is influenced by the continuous …

The foundation industries in the UK were responsible for emitting 42 Mt CO2eq in 2020,
which is approximately 10% of the yearly territorial greenhouse gas emissions. The UK …

Today, in many areas of technology, we can come across applications of various artificial
intelligence methods. They usually involve models trained on some specific pool of learning …

Call Centers have huge amount of audio data which can be used for achieving valuable
business insights and transcription of phone calls is manually tedious task. An effective …

Background The contact center industry is one of the world's fastest expanding, and it has
become a vital basis for businesses communicating with clients, whether through …

The power operation sector is facing an evolution regarding the adoption of new
technologies that, although necessary and unavoidable, add operational complexity to the …

Multi-labeled call transcription classification is essential for public and private sector
organizations, as they spend a lot of time and workforce manually classifying phone call …